OSS Engineer

We are seeking a Global Operations Systems Engineer to provide day-to-day technical support and triage for Data Center Operations Systems. This role involves troubleshooting, incident escalation, and collaboration across internal teams to ensure smooth operations of mission-critical systems.

• Deliver Tier I and II support for 24/7 Data Centers, including BMS, EPMS, and OT devices.
• Participate in a weekly rotating on-call schedule.
• Provide proactive and reactive assistance to internal customers.
• Troubleshoot and resolve issues in the operations environment, escalating when necessary.
• Handle incoming calls and tickets, ensuring timely triage and resolution.
• Detect and analyze alarms, perform basic fault isolation, and escalate to Tier III when required.
• Collaborate with Service Desk, IT Systems, and Networking teams for cross-functional issue resolution.
• Maintain accurate and timely ticket updates and documentation of incidents and maintenance activities.
• Ensure compliance with internal OLA and KPI standards.
• Continuously update technical knowledge through training and professional development.

• Bachelor's degree in Computer Science, Engineering, or related field, or 5+ years of equivalent experience.
• 3–5 years in a 24/7 remote support role and Data Center operations.
• Strong knowledge of BMS, EPMS, DCIM, and alarm delivery systems (Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell, Johnson Controls).
• Familiarity with communication protocols: Modbus, BACnet, MQTT, SNMP, Web Services.
• Experience with hardware integration and troubleshooting critical infrastructure (Electrical/HVAC).